By Hope Horner
The meteoric rise in the use of self-service options goes beyond a hatred of mind-numbing hold music. In fact, 75 percent of customers find the convenience of self-service attractive.
While today’s tech-savvy consumers are more empowered when it comes to finding answers to solve their own problems, they’re also more impatient with customer service than ever before. When customers run into support issues, they’re more likely to try to resolve those problems online and on their own terms than to reach out to a company over a call or email.
This makes good sense: Most customer service call centers have limited hours, while a company’s website is available at any time. What’s more, although people often complain that interacting with traditional phone-based customer service takes too long, the opposite side of that coin is viewed as an advantage of online self-service: They have as much time as they like to find the answers they need.Read More